Case Studies > FleetBoston Financial - Sales Diagnostics

After several mergers, Fleet became the largest bank in New England, but market share and customer satisfaction suffered. Fleet asked EMI to develop a retention and up-selling program for the Business Banking group, while addressing both customer and sales force needs.

We developed a comprehensive sales training and motivation program, designed around the “Smart Solutions for Your Business” guide book. “Smart Solutions” walked Fleet tellers and telemarketing representatives through critical bank processes. It also served as a quick reference for Fleet’s sales reps, helping them confidently guide customers and prospects through Fleet’s business banking services.

An accompanying video supported remote training and motivational goals for the campaign. It also explained how the guide could empower employees and demonstrated effective use.

Fleet CEO Terry Murray cited “Smart Solutions” for energizing the bank’s business banking efforts. Market share erosion was reversed and customer satisfaction numbers improved.